Help Desk Specialist - 1st Tier

Position Summary

As an on-site 1st Tier Help Desk Specialist for Huff, Powell, & Bailey, you will be the first point of contact for end-users experiencing technical issues. You will be responsible for providing efficient and effective support to resolve their problems and ensure the smooth operation of IT systems. Your role will involve troubleshooting hardware and software issues, assisting with system setups, and escalating complex problems to higher-level support teams as needed.

Essential Duties and Responsibilities

• Respond to support requests via phone, email, or ticketing system in a timely and professional manner.
• Diagnose and troubleshoot technical issues, including hardware and software.
• Provide end-user support for core business applications, including:
• Microsoft 365
• Document management systems (e.g., iManage)
• Zoom
• Adobe Acrobat
• Document all support activities, including problem descriptions, solutions, and follow-up actions, in the ticketing system.
• Collaborate with other IT team members to resolve complex issues and escalate unresolved problems to the appropriate level of support.
• Aid in the installation, configuration, and maintenance of software and peripherals.
• Ensure compliance with company IT policies, security standards, and data governance practices, particularly related to document management and access controls.
• Support onboarding and offboarding processes, including user account setup, device provisioning, and access to systems such as Microsoft 365.
• Perform other duties as assigned.

JOB KNOWLEDGE, SKILLS, CORE COMPETENCIES AND EXPECTATIONS

• Strong knowledge of the Windows operating system, as well as common software applications, e.g. MS Office, Adobe, Zoom, etc.
• Ability to learn new software quickly, background in legal software is a plus.
• Basic understanding of networking concepts and troubleshooting techniques.
• Excellent communication, interpersonal, and customer service skills, with the ability to support users at all technical levels.
• Strong problem-solving skills, attention to detail, and ability to prioritize tasks in a fast-paced environment.
• Ability to work independently and as part of a team.

Certification in IT support

• Certification in IT support, such as CompTIA A+ or Microsoft Certified Professional (MCP) a plus.

MINIMUM QUALIFICATIONS

• Education/Experience:
• High school diploma or G.E.D.
• At least 1 year of experience in a help desk or technical support role.

PHYSICAL DEMANDS

• Use arms, hands and fingers to perform daily tasks.
• Ability to see and hear well (naturally or with correction).
• Sitting for extended periods of time in an office environment.
• Must be able to lift and carry computer equipment as needed, up to 20 lbs.
• Must be able to work in a constant state of alertness and maintain a safe work environment.

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